FBS Customer Service Manager (Call Center)

Capgemini; Aguascalientes; On-site; MXN 420,000 - 660,000; Full time

Benefits offered by this job

Competitive compensation

Annual performance-based bonus

Private Health Insurance

Training & Development

Job summary

Farmers Insurance in Mexico is seeking a frontline team leader for our call center in Aguascalientes. You will manage assigned team members, drive customer experience, monitor performance, and ensure adherence to company and regulatory guidelines.

The role requires a High School Diploma or equivalent, preferably a Bachelor's degree, 2+ years in a leadership role within a call center or customer service, and fluent English. On-site availability in Aguascalientes; relocation not offered.

Qualifications

• High School Diploma or equivalent required.
• Bachelor's degree preferred.
• 2+ years of experience in a leadership role within a Call Center, preferrable within Customer Service.
• Fluent English.
• Availability to work on site in Aguascalientes.

Responsibilities

• Monitors team performance: customer experience, work product quality, efficiency, and compliance with guidelines.
• Creates and implements plans to improve team performance and develop members.
• Accountable for meeting individual and team performance goals.
• Regularly communicates performance to team members and to management.
• Interacts with customers and responds to inquiries as requested.
• Collaborates with leaders to pilot and execute improvements.

Skills

Leadership

Fluent English

Education

Bachelor's degree preferred

High School Diploma or equivalent

Job description

OurClientis one of the United States’ largest insurers,providinga wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents andnearly18,500employees. Finally, ourClientis part of one the largest Insurance Groups in the world.

Job Summary

Manage assigned team members to maximize positive customer experience for both internal and external customers by identifying, understanding, and resolving inquiries. Focuses on risk acceptability guidelines and favorable profitable business results. Leads assigned team members to maximize team performance and company results. Effectively communicate company strategies related to products and philosophies to team members and monitors team’s understanding. Maintains risk selection and financial control integrity by reviewing and analyzing individual team member performance. Inspires, develops and mentors assigned team members, and employees in other units as requested.

Job Functions

• Monitors all aspects of team performance, including but not limited to, customer experience, work product quality, efficiency, and compliance with established company and regulatory guidelines.
• Creates and implements plans to constantly improve team performance and develop individual team member skill sets.
• Accountable for ensuring team members meet individual and team performance goals.
• Responsible for regularly communicating individual performance to each team member and providing team performance information to assigned Manager or Director.
• Interacts with and responds to customer inquiries as requested.
• Partners with other leaders (within and across sites) to develop, pilot and execute improvements (example, process, quality, defect reduction, lead special projects).
• Maintains thorough, up-to-date, working knowledge of established procedures, methods, contractual provisions, and regulatory requirements.
• Continues to build personal skill set by participating in in-house or outside in surance / industry-related courses / seminars as deemed necessary to expand product / system/ process knowledge.
• Understands, supports, and advocates organization’s overall strategy.
• Models, promotes and advocates Farmers core values.
• Performs other duties as assigned.

• High School Diploma or equivalent required. Bachelor's degree preferred.
• 2+ years of experience in a leadership role within a Call Center, preferrable within Customer Service
• Fluent English
• Availability to work on site in Aguascalientes

Note: Relocation is not offered

Competitive compensation and benefits package:

1. Competitive salary and annual performance-based bonus
2. Comprehensive benefits package: Grocery vouchers, saving funds, SGMM, etc.
3. Dynamic and inclusive work culture within a globally renowned group
4. Private Health Insurance
5. Training & Development

Note: Benefits differ based on employee level.